Help · Troubleshooting
Troubleshooting
What to do when something does not load, a check takes too long, a food is not recognised, or an email does not arrive.
The plan says “loading” for a long time
Building a plan can take up to half a minute the first time. If it stays on loading, refresh the page once; if it still does not appear, press Build my plan again. A short outage shows a message in the plan rather than a blank space.
A supplement check takes longer than 25 seconds
The check reads every ingredient and cross-checks it against your medicines; long labels take longer. If nothing appears after a minute, close the box and try again. Many checks in a row are rate-limited to keep the service available for everyone; wait a minute.
A food was not recognised
Pick a suggested match, or type the food more plainly (“cooked chicken breast” rather than a brand name). An entry marked Not screened — what is it? can be relinked from the chips it offers.
A photo produced nothing
The photo reader lists only what it can see. Try better light and the whole plate in frame. Nothing is logged until you confirm it, so a poor draft costs nothing.
The grocery basket does not open
The basket depends on a part of the service that may be off for maintenance; the rest of the app keeps working. Try later.
I am not getting the daily email
Email is off until you turn it on under Daily briefing in the account menu. Check the address on your account, then your spam folder. Every email has a one-click unsubscribe; if you used it, turning email back on in the app re-enables it.
My language switched back to English
The language is saved on your profile; if it did not save, choose it again from the account menu while online.
Something else
Contact us and say what you did, what you expected, and what happened.
Still stuck? Contact us. Nothing in the app is medical advice; read the medical disclaimer.